• Serve as a trusted technical advisor throughout your customers’ Wiz journey • Help customers develop success plans with measurable goals • Actively drive value based conversations with customer executives • Manage a book of business and support revenue objectives • Develop documentation and mentor other TAMs

• Own the technical relationship with DigitalOcean’s highest-value customers, including Fortune 500 companies and global technology leaders. • Serve as the trusted technical advisor and executive-facing point of contact, building deep, lasting relationships with VP- and SVP-level stakeholders. • Drive regular technical and strategic alignment sessions (QBRs, EBRs), proactively shaping the customer’s roadmap to maximize the value of DigitalOcean infrastructure. • Operate as a thought partner, challenging customers to modernize, optimize, and scale AI/ML and GPU workloads using cutting-edge cloud architecture patterns. • Engage with C-level and VP-level contacts with confidence, clarity, and authority. • Deliver high-impact, boardroom-ready presentations on architecture decisions, cost-performance tradeoffs, and innovation opportunities. • Navigate complex org structures, ensuring DigitalOcean maintains executive alignment and account control at every level. • Provide expert guidance on designing and scaling AI/ML, containerized, and GPU-intensive workloads on DigitalOcean. • Assist customers with architectural planning, workload migration, performance tuning, and incident response. • Collaborate directly with engineering and product teams to address customer roadblocks and influence the product roadmap based on enterprise needs. • Own technical success across a portfolio of DigitalOcean’s largest and most strategic accounts. • Identify opportunities for workload expansion, cost optimization, and operational efficiency. • Act as the voice of the customer, providing structured feedback to influence DigitalOcean's offerings and go-to-market strategies.

• Own and execute account plans aligned with divisional objectives, including volume growth, margin improvement, and market share expansion • Lead the technical-commercial interface with converters and end users, developing deep, multi-level relationships from plant operations through executive leadership • Monitor market trends, competitive activity, and technical developments to inform strategy and proactively identify growth opportunities • Act as a technical subject-matter partner to customers by understanding their converting equipment, specifications, performance criteria, and application requirements • Collaborate with engineering, quality, and operations teams to develop, test, and commercialize new products, grades, and service offerings • Translate customer process challenges into actionable internal development projects, including trials, qualifications, and continuous improvement initiatives • Support value proposition development by quantifying performance improvements, material efficiencies, and operational benefits • Lead pricing strategy as well as margin management for assigned accounts • Maintain detailed account analytics including sales, volume forecasts, gross margins, competitive positioning, specifications, and contract terms • Support sales and operational planning (S&OP) through accurate forecasting and demand insights • Manage commercial agreements including pricing structures, supply agreements, inventory programs, and confidentiality agreements • Ensure disciplined management of AR/DSO and working capital objectives • Serve as the primary commercial liaison across operations, quality, technology, engineering, procurement, and finance to ensure alignment on account strategies • Champion internal communication to ensure flawless execution of customer programs from development through commercialization • Lead resolution of complex technical or commercial issues by coordinating cross-functional resources to ensure timely, effective outcomes • Conduct regular business and technical reviews covering performance, quality, delivery, innovation pipelines, and value creation • Promote a continuous improvement mindset focused on operational optimization and customer success

• Serve as a primary escalation point for Enterprise and Majors accounts, owning high-severity and technically complex support cases through resolution. • Triage, investigate, and resolve urgent customer issues with speed and sound judgment, coordinating across Support, Customer Success, Engineering, Product, and Security teams. • Maintain deep account context, including customer workflows, configurations, integrations, and sensitivities, and apply that context to troubleshooting and communications. • Provide real-time, hands-on technical support for senior customer stakeholders, including Knowledge Management, Innovation, and IT leaders. • Lead clear and proactive incident communications, translating technical updates into customer-specific impact, expectations, and next steps. • Participate in incident response workflows, including severity classification, escalation handling, and post-incident retrospectives. • Document root causes, resolutions, and preventative actions to improve product reliability, internal knowledge coverage, and operational maturity. • Contribute to the development and continuous improvement of escalation playbooks, runbooks, and support tooling. • Partner closely with Customer Success Managers to enhance Harvey’s post-sale technical engagement and overall customer experience.